Questions About Ordering
How can I check the status of my order?
- You will receive an email with tracking information once your order is dispatched. You can check the progress of your order from our order tracking page which can be accessed here. Please note that the tracking information can take a few days to load onto the system. If no information is displayed we would advise that you check again in a few days time.
HELP!! Can I make any changes to my order?
- We are only able to make changes if your order has NOT been fulfilled. If you need to change anything in your order, please contact is via email firstname.lastname@example.org within 24 hours after placing your order.
- If the order has been shipped out, we will unfortunately be able to make any changes. Orders are processed as quickly as possible so please check that your order and shipping information is correct before placing your order.
Will my order be shipped in multiple parcels?
- Due to our exhaustive searching for amazing products, your order may be shipped from multiple warehouses to ensure we can get the products to you as quickly as possible.
Questions About Shipping
Do you ship internationally?
- We sure do!!! Cause we know our customers all over the world LOVE our awesome products.
How much is Shipping
- Shipping is FREE for orders over $35 worldwide
Why didn't my order arrive in one package?
- Roavask have worked hard to get you the best deals and the best products so consequently we have warehouses located in both US and south east Asia. Don't panic if you didn't receive all your items at once, they will arrive. If you haven't received your goods within 4 weeks, please contact us so we can investigate for you.
How long will it take for my order to be delivered?
- For orders in USA, AUS and UK your order will arrive within 18-21 days (18 days average)
- Most other international countries 20-24 days (22 days average)
- If you live in a country and delivery is expected to take longer, then we will advise you.
How do I track my package?
- Once you order has been shipped out and picked up by a courier, we will send a tracking number to your email address. If you haven't received one, please contact us at email@example.com and we will find out what is happening for you. (please check your spam folder)
- If you have your tracking number, (bonus) enter it here....
Why is my shipment status not updating?
- Your shipping may be delayed for many reason. Sometimes it can be a natural occurrence i.e weather or natural disaster, customs or holidays / non-working days. We encourage you to wait patiently and if it still hasn't arrived after a few weeks, please check we haven't been lazy and contact us at firstname.lastname@example.org and we will see where it is at.
What if I receive a damaged product?
We always try to look for the highest quality products for our customers. However, there are many factors that might have resulted in your products being damaged in transit. If this happens, we are truly sorry. We need a proof from you that shows the item/s that it is damaged or defective. A clear photo or short video will be a great help. After we received the proof from you, we will file a claim in your behalf. As per our policy, we will replace damaged product first.
Please email us at email@example.com and tell us your order number and what happened to the product. If it complies with our Return/Refund policy we will gladly send you a new item.
For additional details please check our Return/Refund Policy.
What is your Refund Policy?
If the order did not arrive please contact us and we will look for a solution as soon as possible. There are two types of items we sell, and they have slightly different Refund Policies:
- Retail Items: If the product does not satisfy you, please email us so we can determine if your claim is illegible for refund.. If the item is defective, we will either replace it at no cost for you, or you can send it back to us so that we may decide for a full refund. There is a full 30-day refund guarantee in case of a defective item.
- Free Promotional Items: Due to the nature of free promotional items, there is no refund applicable because you are not paying for the item. You only pay for the shipping cost, but that cost is not refundable because it goes towards actually to the shipping of the item.
If you have a question about your return, contact us at firstname.lastname@example.org
What payment options do you offer?
- We accept payment by PayPal, Visa, MasterCard and American Express.
How secure is your site?
- Roavask process payments using the Stripe payment gateway. Stripe is certified to PCI Service Provider Level 1, the most stringent level of certification. We take security very seriously, all payments are verified by Stripe to prevent fraud.
Can I return or exchange an item?
- Of course! We offer a 100% money-back guarantee on all our products.
- There is a 30 day returns window from the date you receive your item(s), please refer to our returns policy page for more info. If you are unhappy with your order we encourage you to contact us immediately using our website or e-mail us at email@example.com so we can resolve your issue with the product.
What if I receive a faulty item?
- In the rare event that you receive a faulty item, please contact us within 7 days of receiving your parcel via the contact us page on our website or e-mail us at firstname.lastname@example.org
Are there any customs fees?
- We are confident that there will be no customs fees. However, we are not responsible for any customs fee or import duties that are incurred.